HOW TO CHECK A RESERVATION 怎样核对预定 GUEST EXPECTATION: 客户期望： I expect the staff to be expecting him/her with their guest s and that the reservation is confirmed and possibly I am recognized if I have been here before. 我期望员工尊重他们的客人，如果我从前来过，他们能够 认出我，并能及时向我核对预定。 Ask guests if they have made reservation. 询问客人是否已经做过预定  Say “Excuse me, Sir / Madam, do you have a reservation?”  对客人讲“打扰了，先生 / 女士，您做过预定吗？  If you know the guest: Welcome back Mr. / Mrs. XXXX, good to see you again.  如果认识客人，请对客人讲 : 欢迎 XXXX 先生 / 女士，很高兴再次见到你。  If “yes”, Say,” May I have your name Sir / Madam?” (If guest name is unknown).  如果客人已经做过预定，请询问客人：“请问您使用什么名字做的预定” （如果不 知道客人的名字）  Then repeat the reservation to the guest.  然后向客人重复预定 Summary questions: 总结：  Why do you need to ask if the guest has a reservation?  1. 为什么需要询问客人是否已经做了预定？  Why do you need to use the guests name if you know their name?  2. 如果知道客人的名字，为什么需要称呼客人的名字？  Why do you need to ask their name?  3. 为什么要询问预定客人的名字？  Why do you need to repeat the reservation?  4. 为什么需要重复预定？ Why is this task important for you and our guests? 为什么这个课题对客人和你都很重要？ Answers: 答案：  To maximize the guest satisfaction  使客人得到最大限度的满足  To ensure the guest is recognized upon arrival  确保客人抵达时会被工作人员认出